STEPS FOR MANAGING CONFLICT

STEP 1: VENTING EMOTIONS

This involves listening to people so that they feel heard and so that their built-up emotions are di used. People are rarely ready to move on to solutions until they have had the opportunity to fully vent their feelings.

STEP 2: RESOLVING THE ISSUE

When it appears that feelings have been expressed and all di erent views have been heard and acknowledged, help members resolve the issues.

This involves taking a structured approach to help group members reach solutions. Instead of talking about conflict, talk about di erent views.

Always have a STRUCTURED APPROACH when you are Managing Conflict.